R upali Chourasia

CONTACT DETAILS: 996******* EMAIL:acg84c@r.postjobfree.com

PROFFESIONAL SUMMARY

CAREER OBJECTIVE: To excel in the field of Customer Service and surpass professional and personal benchmarks,

exceedingly well.

CAREER HIGHLIGHTS:

Total 8 years of experience in Telecom Order Management process (Including Voice and Back office)

Total 5 years of experience in handling different teams in British Telecom.

Lean project submitted to reduce incoming call volumes, 20% reduction in inbound calls is realized which is 14000

USD.

Another project submitted for process improvement which has reduced the training timelines from 4 weeks to 2

Weeks.

Challenge Cup submitted for ISDN unblocking project.

Transition of certain queues from other company to Wipro.

Successful completion of CIP transition from Netherlands and Belgium to Wipro.

Prepared Process related various documentations, presentations and check lists.

Engagement with 5 Indian suppliers to improve APAC access delivery performance.

Part of Test and Turn up improvement project – improve T&T success rate for APAC region.

SKILLS

Complaint resolution Lean Manufacturing techniques

Strong Initiative Proficient user Of Excel

Employee performance reviews Project Management Skills

Supervisory experience

Competent user of Power Point, Word and Outlook

CERTIFICATIONS

Six Sigma trained Lean trained.

CORE COMPETENCIES

Leadership and team building Conflict resolution

Process improvement KPI identifying and monitoring

Strategic and operational planning Performance planning and evaluation

WORK EXPERIENCE

Company: WIPRO Ltd. [British Telecom Process]

Duration: May 2010 till Nov 2014

Designation: Team Leader [SGMU –Switch Gateway management Unit] {Voice Queue/Non voice}

Handling 2queues – Voice and Non Voice

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SM queue is Voice queue Trouble shooting on calls

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NM queue is Non Voice Allocating numbers and handling client emails

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Identifying Process Improvements and Implementing Updates for Internal & External teams.

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Monthly reviews with clients

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Preparing Dashboards.

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Handling escalations assisting the team in process queries.

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PCA targets to be achieved.

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Responsible for meeting all client metrics as per the SLA

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Monitor calls to ensure positive customer experience and provide direct feedback on observed performance

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Managing the team target as well as individual target of team members.

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Maintaining and controlling floor efficiency by maintaining the productivity ratio, abandon %,

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Average handling time, attrition rate seat utilization, agent manning.

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Ensure productivity targets are met daily

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Monitor e mails and provide feedback

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Monitor escalations and ensure timely closure. Also, work towards reduction in escalations

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Maintain adequate knowledge levels on products, processes and systems used

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Ensure smooth functioning of the process and compliance to procedures and policy guidelines

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Achievements:

Lean project submitted to reduce incoming call volumes, 20% reduction in inbound calls is realized which is 1 FTE

•

benefit to BT.

Average PCA maintained to 98.91% for quarter (JAS ‘14)

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On time delivery performance for orders trending at 99.21% (JAS ‘14)

•

Company: WIPRO Ltd. [British Telecom Process]

Designation: Team Leader [ISD] ACCESS TEAM/Philips Team/Order Entry Team

Handling Access team(APAC US) since September 2011

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Handling Philips CIP team (Special Project)

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Handling Order entry team of BT

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Capturing Unclean orders and escalating for getting the access order placed within 1 day

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Identifying Process Improvements and Implementing Updates for Internal & External teams.

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Handling escalations and Supplier calls, assisting the team in process queries.

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Part of the transition of GCD team which is in pipeline to get that in Wipro

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Handling Philips project escalations and managing RTT failures rates

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Achievements:

Worked on the Clean Order Definitions Checklist to improve clean order timelines. 12 checks identified to improve

•

access ordering

TAT for STP orders for JFM’14 – was maintained at 7 hours.

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Access ordering lead time improved from 7 hrs to 2 hrs.

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Applied Lean Management to amalgamation US & APAC access ordering and thereby improve Access ordering

•

placement time line.

Company: WIPRO Ltd. [British Telecom Process]

Duration: October 2006, May 2010

Designation: Subject matter Expert. (Business Ops)

Heading a Team of 14 Associates.

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Monitoring Calls and maintaining quality of feedback to Associates.

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Briefing/De Briefing session for improvement in scores and update dissemination

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Analysis of Customer Complaints and feedbacks and taking necessary steps to improve on service.

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SPOC for maintaining SOP’s.

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Conducting test and weekly quizzes for Associates

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Conducting Recap Sessions for product and process Knowledge

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Maintaining the documentation of sheets & Dashboards

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Handling Escalations.

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Assisting and Helping new agents on the Floor

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Achievements:

Achieved 99.99 % in terms of Call Quality.

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Worked as Quality Specialist during the period Oct 06 to Sept 07,

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Rewarded with Certificate of Appreciation for consistently exceeding Customer Expectations in Jan08.

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Appreciation Mail received from Client for Placement of Outstanding Orders in the Queue.

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Has filed a Star Pragati for process improvement.

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Company: Vodafone – Hutchinson Essar Ltd

Duration: September, 2005 to October 2006

Designation: Coordinator Customer Service Coordinator

Handling entire back end office activity of post paid and pre paid team comprising of46 distributors, DSA’s & Hutch

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Shops,5 CSMs & 1 ASM

Handling Customer Disputes, Taking Requests and Complaints of customers

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Resolving customer queries.

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Analysis of Bill Delivery Process and maintaining Records, Handling Telle calling for Collections.

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Docket Management.

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Reversals and credits of Late Payment Charges.

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Clearance of Negative Credit Verifications.

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Achievements:

Appreciation from Zonal Manager for Improvement in terms of Customer Service.

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A Part of the Zone that was being awarded as the Best Zone of the Month

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ACADEMIC DETAILS

PGDBA Human Resources Symbiosis (SCDL) 2009

B.Sc – Bio Chemistry Nagpur University 2002

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